Viewing Analytics AI Agent
Published:
Overview
This guide explains how to access and interpret the analytics dashboard in the portal. Analytics provide visibility into call volumes, agent activity, and call outcomes across your workspace.
Steps to View Analytics
- Navigate to Analytics in the left-hand sidebar.
- The analytics dashboard will display key metrics including:
- Call volumes by time of day
- Calls per agent (inbound and outbound)
- Use the agent filter to view data for a single agent or across all agents.
- Use the date range selector to adjust the reporting period.
- Add dispositions to categorise and track call outcomes (e.g., Completed, Transferred, Voicemail).
- Assign each agent a nickname for easier identification within the dashboard.
Key Notes
| Item | Details |
|---|---|
| Agent Filter | Toggle between individual agents or a full workspace view |
| Date Range | Adjust the reporting window to review historical or recent data |
| Dispositions | Custom labels that categorise call outcomes for reporting purposes |
| Call Volume | View peak call times to understand when agents are most active |
